Everybody makes mistakes—celebrities, corporations, relatives, neighbors, airlines, zoos, et cetera. Some mistakes cost us our jobs, our marriages, our teeth, or all the above. When a crisis strikes, ...

Sooner or later, any company – no matter how careful – will end up making a grave mistake or offending part of its audience. And with social media playing such a significant part of marketing nowadays ...

Before I share a template for a great apology, let’s look at examples of lame ones. Warning: Do not try these at home… "Sooorrry!! Jeez!" — Not every sentence with the word “sorry” in it is an apology ...

In today’s digital world, social media users will often collectively call out a business for its missteps. These online conversations can go viral faster than communications teams can scramble to ...